Unable to retrieve install data error when launching Native apps from 3DCompass

June 21, 2024

Are you encountering the “Unable to retrieve install data” error when attempting to launch Native apps from 3DCompass may face frustration and downtime. This blog aims to identify the root causes of this issue and provide effective solutions to resolve it promptly.

Error Description

Users may encounter the following error message when trying to install native app:

Unable to retrieve install data error when launching Native apps from 3DCompass

 

Root Cause #1: Sentinel One® Antivirus Interference

If you are using the Sentinel One® antivirus software, it may block the 3DEXPERIENCE Launcher from opening, which triggers the “Unable to retrieve install data” error. This interference is typically indicated by the faulting module name in the Windows Event Viewer: InProcessClient64.dll.

Unable to retrieve install data error when launching Native apps from 3DCompass

Solution:

 

  1. Contact your IT department to add an exception (whitelist) in Sentinel One® antivirus for the 3DEXPERIENCE Launcher by adding the following program to the exception list:

“C:\Program Files\Dassault Systemes\3DEXPERIENCE Launcher\3DEXPERIENCELauncherBackbone.exe”

Note: The above path is for the default install location. If you have installed your 3DEXPERIENCE Launcher at a custom location, then you will have to add that custom location as an exception.

  1. Restart the workstation after the exception is added.

Root Cause #2: Local Intranet Security Settings

The local intranet security settings may restrict the exchange required by the 3DEXPERIENCE Launcher, triggering the error.

If your local intranet security level is blocking the 3DEXPERIENCE Launcher exchange, try the following procedure:

  1. Open Internet Options from the Windows Start menu. The Internet Properties window opens.
  2. Go to the Security tab.
  3. Click on the Local intranet icon.
  4. Make sure that the level is not set to High (for example: Medium-Low, as seen in the following illustration).
  5. Note: If you have custom settings, you might want to select the Default level to reset the value.
  6. (Windows 10 only) Go to the Advanced tab. (Windows 10 only)
  7. (Windows 10 only) Make sure that the Enable Enhanced Protected Mode* checkbox is cleared/disabled.
  8. Click Apply.

Unable to retrieve install data error when launching Native apps from 3DCompass

If these measures not prove successful, please do not hesitate to contact our support team at support@seacadtech.com for further assistance.